Service Excellence for Call Center Agents

Service Excellence for Call Center Agentsthewebfactors2018-06-22T11:54:14-04:00

Workshop Overview

This customized training utilizes Call Center University’s Agent Development base modules as the foundation. From there we apply your recorded calls and sample call scenarios to create a real-life call center experience in which agents can practice learned technique and call strategies.

I. Presenting Your Best Self

First Impressions: Making the Most of the First 30 Seconds with Preparation and Precision

II. Customer Engagement

Empathy Encounter: Building Rapport and Making that Personal Connection with Customers

Positive Word Choices: Emphasizing the “Can Do” to Knock Down Walls of Resistance

Managing Difficult Callers: How to Win Over the Most Challenging Customers

III. Call Center Operations: Understanding the Responsibilities of a Being on the Frontline

Content modifications can be applied to custom-fit training into time segments right for you. We understand the importance of supporting agent schedules and want to help you manage training without compromising service levels and other important needs of the call center.

Benefits of Customized Training

Our call center training workshops are customized to each client and focused on the specific needs of your industry, contact center type, and your specific goals